Digital Services Operations Manager

Job description

This is an exciting opportunity to join HMRC’s CDIO (Chief Digital & Information Officer) Chief Digital Product Office working in Customer Engagement Digital Services Team.

In the role of Digital Operations Lead, you will be a member of a dynamic team, managing implementation of operational activities. Leading on delivering digital services in line with the HMRC Digital Strategy, ensuring they follow and meet Government Digital Service (GDS) Standards.

You will maintain a detailed overview of all sprint planning/digital deliveries across all agile delivery teams within multiple programmes of work. You’ll have a clear understanding of the work position, help teams prepare for GDS reviews and share successful approaches. Using your digital knowledge and expertise you will lead on operational activities, acting as the liaison route for blockers, risks and issues for the Head of the Digital Services.

We want you to promote the effective running of mixed economy teams and lead on HMRC/SME contractor on‑boarding and management; making our staff feel part of the bigger picture. We love to build forward‑thinking agile environments, support communities of practice and help grow HMRC talent. If this resonates with you, we would welcome your application.

You will work collaboratively with multiple suppliers, utilising numerous commercial models to ensure effective running of mixed economy teams within CDPO Digital, ensuring contractual arrangements with service providers are adhered to.

The complexity or breadth of products or teams will vary in this role, depending on the context of the work assigned.

For those who thrive in a fast‑paced, exciting, and motivational environment, we offer unique and unparalleled opportunities to work with some of the latest technologies and make a real, lasting difference.

• The digital front end delivery of one or more large and/or complex IT projects.
• Production and management of digital plans, pipeline of work and status reports.
• Identification, management and mitigation of IT risks, issues and dependencies.
• Raising, monitoring and challenging commercials/costs across all delivery teams and commercially engaged delivery partners.
• Financial forecasting and tracking of all project expenditure.
• Building and maintaining effective and collaborative relationships to achieve successful outcomes for the business.
• Reporting and communicating project deliverables, progress and benefits to a wide range of stakeholders across all grades.
• Applying experience/understanding of both Agile and Waterfall delivery methodologies in a Delivery Management setting.
• Engaging, building and maintaining teams, both internally and externally, identifying the people and skills needed to continuously deliver.
• Supporting all Digital Delivery teams’ portfolio of deliveries within your given area via escalation management, guidance and performance and delivery management.
• Resourcing & Capacity Management of all teams within your assigned Programme of work and relative contract.
• Being a credible, knowledgeable, enthusiastic, and supportive team player demonstrating strong communication skills and a passion to develop the teams and build diverse cross‑team relationships.
• Working closely with business stakeholders, supporting and understanding business needs and strategy, ensuring deliverables are understood, aligned and agreed.
• Working closely with Product Managers, Delivery Managers or project managers collaboratively to ensure delivery of the products is aligned with the project scope, requirements, and timeline constraints.

• Excellent communication and collaboration skills.
• Operating across tight & complex governance frameworks, and a sound knowledge of risk & cost management.
• Using industry standard project management tools and methodologies.
• Utilising both Agile and Waterfall methodologies.
• Building & maintaining positive and effective relationships with all key stakeholders (internal and external) across a large and complex organisation as well as managing stakeholder requirements and expectations.
• Interpretation of change; making it easy for teams…